Customer Researcher II

Customer Researcher II

The person to take on the Customer Researcher II role will bring expertise, empathy, and curiosity to the research team. Building relationships with key stakeholders, they will execute research that informs decision making, challenge our stakeholders to continually improve our approach to listening to our customers, and have an excitement to drive us towards a deeper and more holistic understanding of our customers as our team begins to build a true Voice of Customer program at Rapid7.

About the Team

Rapid7's Customer Excellence Team is responsible for building insights, customer knowledge, and marketing programs that help Rapid7's customers get value from our products and services. As part of the Customer Research Team, you'll be responsible for conducting research with our customers, building and evolving key measurement programs, delivering insights to stakeholders, and influencing the evolution of our end-to-end experience based on customer needs. Through strong cross-functional partnership within the Marketing organization as well as with teams across Product, Customer Experience, Customer Success and Sales, you will help our customers achieve their goals and also drive the success of the business.

About the Role

The heart of this role is to drive our understanding of our customers. Security professionals may be facing the most complex cybersecurity problems in their day to day role, but underneath their technical expertise they are all people. Your research, and the conversations you drive with your insights, will Influence the evolution of our products, services, and experiences to help our customers achieve success in their security program.

In this role, you will be responsible for:

• Research Execution: Working with key stakeholders to identify research opportunities, design and execute on a research plan, deliver research insights, and facilitate the commitment to action based on those insights. Your role will include everything from the design and facilitation of internal workshops,  surveys and interviews with our end customers, data collection and analysis, data gathering from internal tools, to facilitation of research with external partners.

• Measurement Program Design &  Execution: You will partner with senior members of the team to design and implement new measurement programs or evolving existing forms of measurement that aren’t reaching their full potential for impact. You have a passion for iterating and evolving measurement approaches to ensure they deliver the intended impact.

• Cross-Functional Collaboration: Collaborating with geographically distributed teams across the business to unite stakeholders around our understanding of the customer, and ensuring experiences across our products, services, brand, and messaging are customer-centric. You are comfortable engaging with folks across product, marketing, and go to customer teams and building rapport with stakeholders who hold  lots of different perspectives.

• Research Operations: You see yourself as a contributor to the continuous advancement of the customer research team’s tools and processes, striving to build efficiency and level-up the work you are doing as a researcher.

• Project Management: You will be able to operate independently as the owner of multiple cross-functional projects and you know how to keep multiple work streams moving forward simultaneously. You have experience operating in fast moving spaces and know how to adapt to execute research, even in the face of ambiguity.

The skills you’ll bring include:

• Education & Experience. You have 2-5 years of relevant experience; this includes holding previous roles as a Market, Customer, or UX researcher, or equivalent experience. You are comfortable with qualitative and quantitative research methodologies, data and analysis. Experience with B2B technology preferred. Cybersecurity experience is not required, but really nice to have.

• A customer-first mentality. You understand the business realities and stakeholder priorities that drive the way teams work, but know how to maintain a focus on driving customer outcomes. Customer success and value is at the center of your work with every project and group of stakeholders.

• Strong and dynamic communication. You can tell a story and craft a narrative that compels your audience, drives alignment, prompts action, and makes the customer’s challenges clearly understood. You know how to engage with your audience and meet people where they are.

• A strong sense of accountability. You have excellent time management skills, and hold yourself accountable to commitments. You actively communicate progress and solicit feedback on deliverables. You take on feedback and incorporate it into your ongoing work.

• Energy, enthusiasm, and curiosity. You bring all of yourself to work every day and embrace the “never done” mindset. You have a drive to continuously learn and grow, and ask questions to help inspire growth in the business as well.

We know that the best ideas and solutions come from multi-dimensional teams. Teams reflecting a variety of backgrounds and professional experiences. If you are excited about this role and feel your experience can make an impact, please don’t be shy - apply today.

About Rapid7

Rapid7 is creating a more secure digital future for all by helping organizations strengthen their security programs in the face of accelerating digital transformation. Our portfolio of best-in-class solutions empowers security professionals to manage risk and eliminate threats across the entire threat landscape from apps to the cloud to traditional infrastructure to the dark web. We foster open source communities and cutting-edge research–using these insights to optimize our products and arm the global security community with the latest in attackers methods. Trusted by more than 11,000 customers worldwide, our industry-leading solutions and services help businesses stay ahead of attackers, ahead of the competition, and future-ready for what’s next.